Nu Way Floor Fashions Ltd

Thanks Fash....... hope your enjoying you're beautiful kitchen backsplash detail. We'd love to help you with your style needs in the future.

Thank-you for your kind remarks. We will always continue to strive to provide unparralled and undisputed services to meet our clients high expectations.

Tiles- approximate cost of service $11,000.00 for builder - installation January 2008. There was no damage done to the electric heat- when the builder scheduled us to install the tile, the final for the electric floor had not been done by the electrical company, so the builder lifted the tiles as they were still wet. The Builder had us come back and reinstall the tile after the electrical company had completed their scope of work. Correct grout color was installed, however because of trade damage done by others the grout was contaminated (effecting the coloring) and needed to be redone with a grout colorant as directed and paid for by the builder. Crooked floor tile was as a result of another trade walking on wet tiles before they were allowed to set. There were two tiles on the master bath deck and vanity that were not to the builders nor Nu-Way's standards and these were corrected in a timely manner as dictated by the homeowner. With respect to management being rude, I would disclaim this comment based on interaction with homeowner. This situation would have been rectified in a more timely manner if the homeowner had not restricted access to the home to complete the work. Service work was completed December 2008.

Spec Home Purchased: 2009. We are perplexed as to why the homeowner when purchasing the home from the builder did not bring these deficiencies forward prior to as a condition on the purchase of the home. We acknowledge the customer filed carpet and hardwood complaints on March 31, 2009. An inspection was done by our Quality Assurance Technician on April 3, 2009. It was determined the carpet had side to side shading in the bonus room and that some of the seams could be redone. At the time of the inspection the customer was in a hurry to be on a conference call and did not have time to complete the inspection of her hardwood. The seams that needed to be redone were completed on May 19, 2009. For side to side shading of carpet, a specialty company was brought in by the manufacturer to dye the seams. Numerous attempts were made to facilitate the work, as well as numerous appointments were scheduled only to be cancelled by the homeowner. We do not like to leave our service outstanding, so a letter was sent to the customer:

Faso Residence
Okotoks, AB T1S 0C7

Dear Mr. & Mrs. Faso:

The manufacturer of your carpet had arranged in May of this year, for a company in Calgary, Carpet Saviour, to correct the colour deviations to the carpet in the bonus room of your home.

In an effort to ensure your customer satisfaction, Karen from Carpet Saviour, has made a number of attempts to contact you.

Please take a moment to call her at ********** or e-mail her at *******************to make an appointment,

If she has not heard from you by September 3, 2009 we will be of the opinion that the service is not needed and we will be closing this file.

Thank you.
Sincerely,
******** ***********
Service Manager

On September 12, 2009, we contacted Carpet Saviour and the customer was still not in contact to schedule the dye treatement to correct the side to side shading in the carpet. A preliminary inspection of the hardwood was done. At the time of the inspection there appeared to be topical water damage - possibly from the toilet in the half bath, as well as there was condensation at the inside of the front door. There is no warranty on any wood product for water damage. Wood is a porous product and takes on water and will affect its original form. We still had wanted to return with the manufacturer rep to verify if it was a warranty defect or water damage. Numerous attempts were made to schedule an appointment with the customer to have the manufacture rep look at the floor - either no reponse or appointments were cancelled. We made another attempt as recently as February 10, 2012, only to have the customer cancel the day of the scheduled appointment and tell us she would contact us to reschedule. She still has not made any attempts to reschedule. If we are given the opportunity to investigate a service concern, we make all attempts. Both parties need to work together.

Currently Nu-Way continues to be in good standings with Baywest Homes.

It was an unfortunate situation that "Angie" received defective hardwood on her original installation. As the retailer, it is our responsibility to liaise between manufacturing and the client. We will always advocate for our client with the manufacturer to come to an agreeable resolution. We do try to expedite the process to the best of our ability - but sometimes the manufacturers do not always appreciate the inconvenience we extend to our clients as a result of defective product. I know that "Angie" has accepted a settlement from the manufacturer and I truly do apologize for the frustration and timeline it took to resolve this situation.

We are appalled at the experience "Kiddle" received at Nu-Way Floor Fashions. I would like to look into this further for them, but would require "Kiddle's" assistance. We always strive for a high level of customer service and this situation is distressful to us to know it took place. I would like the opportunity to work with the "Sales Person" if I had more details. I have since spoken to our team about this situation and we are all regretful that it took place. We will strive to exceed "Kiddle's" view of our company.

It's unfortunate we were not aware of the service we provided "Brian, Okotoks". Not that it will resolve his situation, but since his last experience, we have become aware that our Designer who worked with him needed coaching, as unfortunately she did not follow the Nu-Way Floor Fashions philosophy on Client Care. We sincerely apologize for the experience "Brian" had with us and hope we have an opportunity in the future to correct this incident.

Thank you so much....! It was our pleasure to make this "an amazing experience" and we will continue to strive to bring life and style together for our clients. Don't forget to seal your slate once a year! Enjoy!!!